Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. This game consists of dividing your support team into several groups. 7 Customer – Support Confrontation.

Customer Service Training 74

Customer Service Training Training Customer Service Groups 74

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. They should fold the paper and send it to the group to their left. 3 Fake Customer Communication.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. Here are my top five picks from last week. Surgeon General report. Connect with Shep on LinkedIn.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 140

Customer Service Hospitality Airlines Infographics 140

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s a difference!

Entertainment 87

Entertainment Sports Customer Service Training Training 87

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 70

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Just look at this group of predictions from Forrester. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. They make sense.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? It’s baked in the culture.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience.

Customer Service 103

Customer Service Retail Airlines Social Media 103

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Allowing customers to connect with your team in a human way is what keeps them happy and coming back.

Culture 52

Culture Training Customer Satisfaction Software 52

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Always look for improvement. Connect with Shep on LinkedIn.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

LiveChat

FEBRUARY 15, 2016

And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand. One bad experience can ruin your reputation since angry customers are twice as much likely to inform their friends about it.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Each group should be monitored against business metrics.

Strategy 235

Strategy Customer Experience How To Effort Score 235

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Just ask Disney. by Page Grossman.

Customer Service 0

Customer Service Trends Culture Advertising 0

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. And not only that, happy and loyal customers do more than come back.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. The culture: This is the kind of organization you want to be affiliated with. The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

The DiJulius Group

NOVEMBER 4, 2021

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. These will not only dramatically increase the retention of your customer service training.

Gamification 59

Gamification Customer Experience How To Customer Service Training 59

ShepHyken

JUNE 3, 2016

Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. If we give you good service, your group will bring its business back here and not to the competition.”.

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. The reason is simple.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Vonage

APRIL 6, 2016

Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider. This little exercise shows how easy it is to improve customer experience by adding a personal touch. Your Service.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. How To Tackle Difficult Customers and Earn Their Trust by Michael Spicer.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. We ask the audience to shout out the traits of someone who would be good at customer service. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

Conference 128

Conference Leadership Customer Service Training Healthcare 128